Lack of feedback support from Ebay.

[mr.random29]

Today, I am pulling all of my products from ebay.

After I learned there is no protection to their sellers for justified negative feedback removal. 

I was given negitive feedback on cut sleeve for being repaired. The sleeves seams are on the outside so it doesn't irritate the wearer.

So I got a negitive review due to a buyer that does not having common sense. Ebays refused to fix it.

This is based off an assumption of a buyer. 

Good feedback is key to selling, and you took it away.

They need to get their act togather or there gonna lose alot of sellers like me who already contributed thousands of dollars in seller fees.

I don't like the fact that eBay allows buyers to steal from us. Small buisness.

Ebay needs to decide what's more important as right now your allowing buyers to do what ever they want to with out supporting the sellers that PAY YOU directly for using your platform with crappy seller support. I will take my buisness else where. I hope my small request was worth the thousands of dollars your gonna lose.

I was proud that I was a top ebey seller I followed the rules and gave my buyers excellent service as ebay exspected. This situation just killed me. I don't respect Ebay as I did before. It's like being sentence to prison for something you didn't do.

Good day, best of luck with your buyers. Not sure how your gonna make money with no sellers in the future.

[mam98031]

I'm unsure as to why you would do that.  The feedback isn't going to hurt your sales.  I understand that it is frustrating to get a negative FB, but it isn't going to hurt the health of your selling account.

I actually understand why the buyer was upset.  While I would have reached out to you first, they didn't choose that route.  But your listings doesn't say anything about the sleeves being repaired.  And your listing says they are new, unused, undamaged, etc.  If they had to be repaired, they are neither new or undamaged.

You should never send a buyer a FB revision form unless they have agreed to you that they are willing to revise the feedback.  The reason is you have a limited number of these forms that can be sent, the buyer may not even notice the Email from Ebay unless you explain to them they will be receiving it, they have a shelf life of just a few days and finally, you can't send the buyer another one on the same transaction when the first one times out.

Good FB is NOT the "key to selling".  Not anymore.  With only one you will be just fine.

I'm unsure why you are mad at Ebay.  What the buyer wrote is actually factual and it does not breach any rule Ebay has for feedback, therefore Ebay isn't going to remove it.

You are still TRS.  One infraction does not take that away, you would have to have other stuff going on which you could see on your Seller Dashboard.

I would encourage you to always state in your listings if something has been repaired.  The lack of that being stated in your listing is what caused you all this concern.

You will be fine and I wish you the best.

[ajs_coins_and_alchemy]

Negatives are not the end of the world. Actually, they can sometimes be spun well. A neutral or a negative is a perfect opportunity for you to leave a response. As much as I hate negatives/neutrals, I try to write the best response possible. I'm not truly responding to the person who left the feedback, I'm writing to all the potential buyers reading my feedback. I'm going to use that response to show how I did everything I could, did everything right, own my mistakes, prove the person leaving the feedback is just nuts... whatever! I will do it as professionally as I can, but I don't let someone besmirch me without a response.

Responding poorly to a negative, like some do, just makes it exponentially worse....

[mam98031]

@ajs_coins_and_alchemy 

WELL SAID !!!! 

[ajs_coins_and_alchemy]

I just looked at your negative feedback by the way... 

It's written in spanish which most people won't understand anyways. I personally would've replied with a translation of the buyers complaint, so everyone knows what they're complaining about, and then addressed the complaint with your explanation.

[richard1rst]

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@mr.random29 wrote:

Today, I am pulling all of my products from ebay.

After I learned there is no protection to their sellers for justified negative feedback removal. 

I was given negitive feedback on cut sleeve for being repaired. The sleeves seams are on the outside so it doesn't irritate the wearer.

So I got a negitive review due to a buyer that does not having common sense. Ebays refused to fix it.

This is based off an assumption of a buyer. 

Good feedback is key to selling, and you took it away.

They need to get their act togather or there gonna lose alot of sellers like me who already contributed thousands of dollars in seller fees.

I don't like the fact that eBay allows buyers to steal from us. Small buisness.

Ebay needs to decide what's more important as right now your allowing buyers to do what ever they want to with out supporting the sellers that PAY YOU directly for using your platform with crappy seller support. I will take my buisness else where. I hope my small request was worth the thousands of dollars your gonna lose.

I was proud that I was a top ebey seller I followed the rules and gave my buyers excellent service as ebay exspected. This situation just killed me. I don't respect Ebay as I did before. It's like being sentence to prison for something you didn't do.

Good day, best of luck with your buyers. Not sure how your gonna make money with no sellers in the future.

Actually the sleeves were listed as new although you admitting here that they were repaired.

What the feedback actually says is

"I got the sleeves repaired and here it says they are new".

Inasmuch as you did list it as new and you made NO comment about them being repaired it would appear that the feedback was valid. As such eBay will not remove it.

I also notice that the listing now says

“This listing was ended by the seller because there was an error in the listing.”

That does seem to be an acknowledgment that the listing was wrong.

So your statement “This is based off an assumption of a buyer. ” falls flat

Sorry, but sometimes you just have to admit that it was your own mistake.

[mam98031]

@mr.random29 

In my original post to you, I misunderstood something and that is my fault.  This item you sold was NOT repaired as I said, it is the way they are made to provide the most comfort when wearing them.  I apologize for my misunderstanding and my initial post that suggested otherwise.  Clearly your buyer misunderstood too.

😍  😶

[whattheactualfox]

> I am pulling all of my products from ebay
>I was given negitive feedback

I checked your feedback rating. It's still very good!

Even if there's a few negative feedbacks, that doesn't mean it's an end all. I said it before, but you can never please all your buyers, I learned this the hard way in retail. @ajs_coins_and_alchemy has a perfect answer since you can show good faith to potential buyers who see your negative feedback that you did what you could.

I don't know why you decided to remove all your listings becuase of the negative feedback. I don't judge what you do, but I wish you the best of luck with your selling

[safan80]

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Good for you!!
I had the same kind of issue years ago when a Canadian buyer used an American address for shipping his items to complained that I didn't give him a 2 for 1 discount on a intel Xeon CPU he purchased. The buyer waited a month to contact me as to what he saw as a problem that he thought he should have 2 CPUs for the going rate of one CPU. Granted I will admit that the title said matched pair, but in the description I listed that I was selling each CPU separately and that if someone wanted to buy both they had to pay for both. I had been selling other matched pairs before like that without issue. The buyer did not file for a return they just left the feedback without contacting me. When I contacted the buyer prior to calling CS is asked for a free CPU to change his feedback.

When I called CS the American CS rep said "Well the negative feedback was JUST his opinion." They did nothing about the extortion attempt made by the buyer. The US rep could see what the buyer said in his ebay messages and even acknowledged it.  That was the moment my eyes were opened and it's been over ten years ago.

The only thing I haven't been able to figure out is how to encourage buyers to leave feedback. I send emails when I ship and I used to send follow up emails asking if they liked their item to please leave feedback. I had to get used to people just choosing not to leave feedback and i understand people have to choose to opt into that.

@mr.random29 wrote:

Today, I am pulling all of my products from ebay.

[...]

 This situation just killed me. I don't respect Ebay as I did before. It's like being sentence to prison for something you didn't do.

Good day, best of luck with your buyers. Not sure how your gonna make money with no sellers in the future.

---

[ajs_coins_and_alchemy]

We sellers often assume buyers to be unreasonable, because the unreasonable ones speak the loudest and drown out the others. Many buyers are infact reasonable and can read a negative feedback and judge for themselves if it was justified or not. But the only way they can truly judge that, is when they get both sides of the story. 😁

One kinda unrelatsd side-note I'll make... it is tough since so many people use phones/apps these days to shop, it appears Seller responses to feedback are not visible on the app. Only on a Web Browser. That does make it tough since many buyers won't see it. I understand the app is designed to streamline and make things simple by limiting options and info... but there are so many little things I wish the apps had like that. (Invoice requests, feedback responses, "feedback left for others" etc.) I don't believe i can access my blocked buyers list from the app but maybe I'm wrong. I mean, little things though.

[fashunu4eeuh]

Hi @mr.random29 

A couple of thoughts to share:

1) You are giving feedback way too much importance. That one neg, already part way down the page, will get pushed off in no time to the next page, out of sight, outa mind. It is written in a foreign tongue, very few will pay it any heed (especially if you had offered a clearer explanation in the follow up comment). 

eBay no longer uses feedback scoring in measuring seller performance, and has been waning in importance for years. That is because feedback is wholly arbitrary, subjective, and completely voluntary. Most ebay users know this, and are pretty savvy. They can tell a great seller from a not so great one reading between the lines.

2) We all know the first neg stings. An unfair first neg can sting more. But in business, one cannot simply pick up their  toys and go home because the other kid name-called. That approach likely prevented you from solving the issue in a more simple fashion than pulling down all of one’s carefully laid-out listings. 

What needed to happen to resolve the dilemma was a professional and matter-of-fact dialogue with the buyer about his mistaken belief that the sleeves looked repaired when that is how they were made. Once there was a meeting of the minds, i am certain the buyer would have revised the feedback for you.

As it was, sending the revision request without ensuring the buyer was amenable did not serve you or the buyer, and had the potential to entrench him even more in his error, if he felt he wasn't being heard.

Selling online requires a thick skin in order to navigate the buying public. It is a challenge, and is not easy. You may be subjected to much worse than this on other venues, because there is no escaping the risk of dealing with misunderstandings and slights from a wide variety of personalities and cultural differences.

It is up to the seller to set the tone of the transaction.

[safan80]

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The app tells you the name of the person that sends you a message along with the subject header A message that starts with "RE:" is usually someone replying to something you sent. Plus ebay sends you an email... You should have THAT in mobile if you are using the mobile ebay app... Just saying.. 😉

@ajs_coins_and_alchemy wrote:

We sellers often assume buyers to be unreasonable, because the unreasonable ones speak the loudest and drown out the others. Many buyers are infact reasonable and can read a negative feedback and judge for themselves if it was justified or not. But the only way they can truly judge that, is when they get both sides of the story. 😁

One kinda unrelatsd side-note I'll make... it is tough since so many people use phones/apps these days to shop, it appears Seller responses to feedback are not visible on the app. Only on a Web Browser. That does make it tough since many buyers won't see it. I understand the app is designed to streamline and make things simple by limiting options and info... but there are so many little things I wish the apps had like that. (Invoice requests, feedback responses, "feedback left for others" etc.) I don't believe i can access my blocked buyers list from the app but maybe I'm wrong. I mean, little things though.

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[inhawaii]

10 years on ebay. Hundreds of satisfied customers. Great job!

If you're going to let one negative feedback bother you that much,

to the point you want to throw in the towel, perhaps online selling is not for you.

I wish you luck in the future.

[ed8108]

Thanks for sharing your 

story & opinions 

[luckythewinner]

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Ebays refused to fix it. This is based off an assumption of a buyer. 

eBay has no idea whether what the buyer actually received had repaired sleeves or not. Your picture only proves what is in your picture; not what you sent or what the buyer received.

eBay policy has always held that feedback is the opinion of the buyer, and just because an opinion is wrong does not mean the feedback qualifies for removal. This has been true for about 25 years.

Not sure how your gonna make money with no sellers in the future.

eBay makes plenty of money and has plenty of sellers. This has been true for about 25 years.